Customer Service Manager
Resume:
Juliet Hedge-Ellis, V.M.D.
**** ******* *****; Annandale, VA 22003
abmkis@r.postjobfree.com
SUMMARY
An accomplished administrative professional with years of experience as an
Executive Office Manager and Administrative Assistant who enjoys a
challenging, client oriented environment where performance directly impacts
the flow of business. An able administrator with the ability to multi-
task, prioritize, schedule daily calendar and meetings, effectively plan
and organize daily activities and major events with a can-do attitude,
friendly front desk smile and a professional approach to internal and
external business matters and personnel. Solid written and verbal
communication skills; copy design and editing; grammar, spelling and
proofreading expertise and Microsoft Office suite skills.
SPECIALTIES: Office Management; Administrative Assistant; Non-Profit
Associations, Organization and Prioritization; Problem Solving;
Receptionist; Event Planning; Fluent in Scientific and Medical Terminology
PROFESSIONAL EXPERIENCE
2005- 2009 GRQ LLC Vienna, VA: A consulting and lobbying firm
dedicated to removing legislative and regulatory
barriers to health care delivery
EXECUTIVE OFFICE MANAGER
? Performed all the duties of Office Manager
? Provided executive and administrative assistance and support
? Provided solid communication skills, written and verbal -
correspondence, research, reports
? Extensive work with Microsoft Office software including
Word, Access, Excel, Mail Merge,
Outlook and PowerPoint
? Experience with Photo Editor, Notepad, Calendar, Labeling
and Forms. Familiar with
QuickBooks, HP Photo and Imaging, Adobe-pdf, Group E-Mail
software, Credit Card Processing
software, Internet Explorer and Mozilla Firefox Browsers.
? Set up, organized and maintained all account files - electronic and
hard copy
? Tracked Accounts Receivable; did monthly invoicing
? Wrote up and made bank deposits
? Managed and coordinated business calendar; scheduled appointments
? Made and coordinated travel arrangements; submitted
reimbursement vouchers
? Managed on-line surveys - research; data collection; analysis;
reports
? Performed web-based research and information tracking
? Maintained all office equipment and service records; managed
contract renewals
? Managed vendors and inventory, record keeping and purchasing of
supplies
? Provided customer services as needed
? Provided receptionist services - meet and greet - answered multi-
line phone
system and directed calls - received, opened and distributed
DIRECTOR OF MEMBER SERVICES, NHOPA & NAMDRC: non-profit healthcare
associations
NATIONAL HOME OXYGEN PATIENTS ASSOCIATION
NATIONAL ASSOCIATION FOR MEDICAL DIRECTION OF RESPIRATORY CARE
? Provided support to association leadership, membership, committees
and task forces
? Tracked work project status and provided reports
? Provided database management - data entry, updates and
maintenance
? Created membership reports and presented them at
organization business meetings
? Wrote, edited, proofed and published - correspondence,
newsletters, meeting promotion
copy, form development - developed a 'Guidelines for
Traveling with Oxygen"
? Scheduled board meetings and teleconferences - took meeting minutes
? Distributed minutes and information to Board of Directors and
members
? Provided new member orientation and membership materials
? Provided customer service and direct support of all member services
? Managed website information updates and design
? Event planning, coordination, registration and on-site conference
management
? Strong working knowledge of Microsoft Office Suite
1986-2005 Fairfax Equine Service Annandale, VA
A mobile equine clinical veterinary service
BUSINESS OWNER/MANAGER
? Managed daily work of clinical practice including staff
management, financial
management, inventory control, working drug selection,
vendor management, patient
scheduling and client interaction, education,
consultation
? Used computerized financial systems, Accounts
Payable, Accounts Receivable; Quicken
and Quick Books Pro were used to track and produce
financial reports in consultation
with tax professionals
? Maintained drug usage records; oversight of controlled
substances, oversight of OSHA
requirements, insured safety and regulatory compliance
within the practice
? Scheduled and conducted regular staff meeting and evaluations
? Retired from clinical practice
CLINICAL PRACTITIONER
? Clinical and diagnostic work-up of clinical cases
? Laboratory sampling, testing, analysis, microscopy, radiology
? Performed Ultrasound and Endoscopic examinations
? Oversight of all case load diagnostics, treatment planning and
management
? Organization and presentation of client education and
seminar/training programs
? Designed health care programs for individuals and farm herd
health management
? Team management of athletic training programs
? Structured rehabilitation programs following injury
? Performed surgery
? Insured privacy of client records and sensitive materials
WRITER/EDITOR
? Published in national professional and lay journals, including
AAEP Report,
The Horse, Paint Horse Journal, Veterinary Forum and DVM
Magazine
? wrote feature article column in Clifton Horse Society
monthly newsletter on health topics
? Veterinary Editor for Equine Research, Inc: Conformation &
Anatomy
? Research and processing of medical, scientific and technical
data
GUEST LECTURER
? University of Maryland Equine Science Program
? Conducted clinics and seminars on various equine health and
training topics to
equestrian organizations and clubs; 4-H groups; pony clubs;
Boy Scouts; Girl
Scouts; and elementary school classes
? Conducted training clinics
HORSE SHOW OFFICIAL VETERINARIAN
Responsible for health and soundness of performance horses involved in
show event on
show days. Major events officiated include Rolex Kentucky Three
Day Event
(Olympic qualification event), Difficult Run Horse Trials, spring and
summer events; and
Virginia state regional pony club rallies; Alternate veterinarian for
Olympic Games in
Atlanta, GA. - 1994
Additional Work History:
1983-1986 Prince Frederick Animal Hospital; Pr. Fred., MD Staff
Veterinarian
1976-1977 Allied Veterinary Medical Labs; Denver, CO Lab
Tech
1975-1976 Aspenwood Animal Hospital; Denver, CO Veterinary
Technician
1973-1975 Oakdale Animal Hospital, Oakdale, NY Veterinary
Technician
1971-1973 Hard Sails, Islip, NY Office
Manager; Account Manager
1969-1971 Koffler, Flower& Plotka; Bay Shore, NY
Receptionist/legal Secretary
BUSINESS SKILLS
MANAGEMENT: Determine policies related to administration and
standards; Office management, Staff Management including interviewing,
hiring, training and scheduling; Project Management including planning,
task delegation, consultation, execution and follow-up, good team player;
Account Management, customer service working directly with client and
always going the extra mile to insure customer satisfaction with products
and services; Financial Management including Budgeting, accounts receivable
and accounts payable; Event Planning for meetings and major educational
conferences; Member Services Representative, new member orientation,
membership dues renewals for non-profit associations, Database Management;
able to prioritize and Multi-task in rapidly changing environment and
analyze organizational operating practices and procedures to meet critical
deadlines. Able to work independently with little direction needed.
OFFICE SKILLS: Receptionist, Administrative Assistant, Executive
Assistant; able to anticipate and perform all office and clerical duties;
thoroughly prepare and research all documents required for meetings and
presentations; highly adaptable to pace, personnel, projects and customer
needs; proven organizational skills include electronic and physical filing,
maintaining billing records and invoicing clients, making bank deposits,
processing credit card charges, scheduling and calendar management, multi-
line phone answering and routing of calls and messages; greeting clients;
managing postage meter and maintenance records for all office equipment,
service calls and contract renewal; Excellent writing and editing skills
including correspondence and report preparation; planning, writing copy,
editing and managing publication of meeting materials, syllabus and office
stationary supplies; maintain Inventory and office supplies; handle travel
arrangements; open, process and distribute daily mail.
COMPUTER SKILLS: Extensive use of Microsoft Office suite software
including Word, Access, Excel, Mail Merge, Outlook, PowerPoint, Photo
Editor, Notebook, Calendar, Forms and Labels; Worked with Quick Books Pro,
HP Photo and Imaging, Adobe pdf, Group e-mail software, credit card
processing software, Internet Explorer and Mozilla Browsers; Data entry
with canned or specialized programs; Highly adaptable to new program
implementation and usage.
COMMUNICATIONS: Solid communication skills, written and verbal,
interact well with all levels of management, personnel and clients; Good
calm, clear reassuring phone voice and experience in handling all types of
situations from long term planning to acute crisis; Work well in one-on-one
situations and as a team player; Able to listen, process and express myself
efficiently and effectively; Adept at business correspondence, initial and
responsive; Taking meeting minutes; Experienced at rapid communication by e-
mail and interoffice pop-ups; Designed, developed and written numerous
published articles; arranged and prepared promotional copy and materials;
Veterinary Editor for a commonly utilized reference text; Conversant in
medical and scientific terminology; Experience in editing and publishing
monthly newsletters and disseminating information electronically and in
print.
EDUCATION
1982 D.V.M. (V.M.D.) Colorado State University; Fort Collins, CO
1977 B.Sc. Metropolitan State College;
Denver, CO
Biology & Chemistry;
Graduated Summa cum Laude
1974 A.A.S. S.U.N.Y. Cobleskill; Cobleskill, NY
Animal Science and
Husbandry
1968 H.S. Diploma East Islip High School; East Islip, NY
Licenses held: Virginia (active), Maryland, Pennsylvania, Colorado
Membership Organizations: American Association of Equine Practitioners
(AAEP) active
Virginia Association of
Equine Practitioners (VAEP) inactive
American Veterinary
Medical Association (AVMA) inactive
References will be furnished upon request
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